Khaled Gamal

Results-driven Customer Service Team Leader with progressive career growth at Telecom Egypt (WE), promoted from Customer Service Representative to Peer Mentor and Team Leader. Skilled in operations management, KPI & SLA management, performance coaching, data analysis, operational reporting, root cause analysis, process improvement, customer experience, and escalation management. CCNA certified with advanced Microsoft Office skills.

Team Leader at Telecom Egypt (WE) (Present)

• Managed day-to-day operational activities and ensured smooth workflow within the account.
• Monitored and analyzed operational KPIs, SLAs, productivity, quality, and performance metrics.
• Prepared and reviewed daily, weekly, and monthly operational reports for management.
• Analyzed performance data to identify trends, gaps, and improvement opportunities.
• Performed root cause analysis to identify the drivers of performance and service issues.
• Developed and followed corrective action plans to improve productivity and service quality.
• Supported process improvement initiatives to enhance operational efficiency and customer experience.
• Coordinated with Operations, Quality, Training, and other support functions to achieve business targets.
• Managed customer and operational escalations while ensuring timely resolution and appropriate follow-up.
• Monitored quality and compliance with company policies, procedures, and operational standards.
• Coached and developed team members through feedback, performance reviews, and targeted improvement plans.
• Supported workforce and task allocation to maintain operational efficiency and target achievement.

Peer Mentor at Telecom Egypt (WE)

Coached new agents and supported onboarding.

Customer Service Representative at Telecom Egypt (WE)

1.5 years achieving KPI and quality targets.

Bachelor of Arts in Library, Archives and Information Science – Menoufia University (2019)